Job Title: Dispatcher
About ServiceXCEL:
ServiceXCEL is Vancouver Island's quality-first HVAC and plumbing contractor, serving 10,000+ customers from Duncan to Comox with offices in Nanaimo and Parksville. We're built on our BRIDGE values: Balance, Responsibility, Innovation, Development, Growth, and Engagement. We're a Nexstar Network member, and we invest seriously in the people who work here. People come to us looking for a job and stay because they find a career.
The Opportunity:
We are looking to hire a dispatcher to evaluate every incoming call and match the right technician to the right job, while keeping customers informed and technicians productive. You are the nerve centre of the service department: every technician's day, every customer's experience, and a large share of our daily revenue runs through this seat.
You bring a calm, decisive approach and are comfortable negotiating schedules with customers and technicians. We provide regular training, practices, and procedures that maximize your work satisfaction and effectiveness, and we're part of an HVAC business network association (Nexstar) that provides coaches and mentors for continuous improvement.
What We Offer:
- Extended health, dental, vision & paramedical coverage
- ActiveFlex wellness fund, up to $500/year for your choice of health or personal development activity
- 5 paid sick days per year
- RRSP matching plan
- Paid training, including Nexstar Network dispatcher programs, and funded certification costs
- Performance bonus opportunities
- Team events and a workplace you'll actually enjoy coming to
At ServiceXCEL, we offer more than just a job; we provide a rewarding career within a family-like atmosphere that prioritizes your well-being.
Key Responsibilities:
- Run the dispatch board in real time, assigning, sequencing, and adjusting all day long.
- Manage the whereabouts and needs of every technician in the field.
- Relay accurate, detailed job information to technicians so they arrive prepared.
- Update customers proactively on technician progress by phone and text, before they have to ask.
- Coordinate with CSRs on capacity, overflow, and same-day booking decisions.
- Coordinate parts availability with the Warehouse.
- Hand off sales opportunities cleanly to our Comfort Advisor.
- Participate in training and coaching, including Nexstar dispatcher programs, to keep getting better.
Key Success Factors:
- Stay calm in chaos, re-planning a disrupted board without losing your composure or customer service voice.
- Communicate clearly and confidently with customers and technicians alike.
- Make decisive calls, favouring a good decision now over a perfect one later.
- Think in capacity, staying a few moves ahead on the board.
- Build trust and hold the line, without making it personal.
- Keep notes and details accurate, so nothing falls through.
- Showcase a clean criminal record.
Compensation:
We offer a competitive wage of $25/hour, plus performance bonus opportunities, alongside our comprehensive benefits: extended health, dental, vision & paramedical coverage, an ActiveFlex wellness fund, paid sick days, RRSP matching, funded training and certification, and company events.
Qualifications:
- 1+ years in dispatch, scheduling, logistics, or high-volume customer service.
- Strong computer literacy, solid typing speed, and comfort with phone systems; ServiceTitan experience is a significant asset.
- Excellent verbal and written communication in English.
- Highly organized with exceptional follow-through.
- Able to work in-office in Nanaimo.
- Must pass a satisfactory criminal record check.
- A background in HVAC/plumbing trade knowledge is an asset, but not required; aptitude and attitude come first.
We invite interested candidates to email their resume to [email protected] with a contact number for texts or calls. Include a sentence or two about a time a plan fell apart on you and you had to rebuild it on the fly; we read every application.
To learn more about us, visit ServiceXCEL.
Job Types: Full-time, Part-time, Permanent
Job Types: Permanent, Full-time
Pay: From $25.00 per hour
Benefits:
- Casual dress
- Company events
- Dental care
- Discounted or free food
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- RRSP match
- Vision care
- Wellness program
Experience:
- dispatching: 1 year (preferred)
Work Location: In person
